Account Coordinator

SUMMARY OF POSITION

The Account Coordinator is responsible for coordinating work activities for assigned customer accounts to ensure efficient, service-oriented, and timely completion of client projects.

Account Services and Coordination

• Assists the Sales and Account Managers
• Maintains and updates customers’ job timelines in collaboration with production and implementation teams
• Coordinates production and deliverables with staff members in appropriate departments including Sales, Implementation Services, Data Processing, Information Systems, and others; communicates updated production information to customers
• Monitors daily job progress for projects; anticipates potential problems and proactively manages details; ensures projects are on track and delivered on time

Client Communications and Documentation

• Keeps customer information and account details up-to-date by using proprietary Customer Relationship Management software; manages employee interactions with clients for effective customer service
• Communicates and confirms production schedules with customers; conveys schedule adjustments to appropriate clients and staff members
• Initiates change management processes when requested by clients or, as changes and updates are issued internally; monitors changes through to completion
• Coordinates pricing and timelines
• Performs weekly and/or monthly status calls with clients for current status updates or as needed

Support of Account Services Department

• Performs as front line call center for customers to report issues; initiates problem tickets for internal research; initiates temporary and permanent resolutions in conjunction with clients and internal departments
• Serves as a customer advocate; responds to customers’ requests and initiates appropriate actions and production changes
• Supports the AS Department; schedules meetings, books conference rooms, coordinates conference calls, and provides other logistical client project support as needed

Requirements

Education

Bachelor’s College degree (or combination of skills, experience and tenure at InfoIMAGE in lieu of degree)

Experience and Skills

• A minimum of 3 years of customer service and administrative experience
• Project management experience
• Ability to work collaboratively with others in professional manner through building trust, respect and cooperation
• Ability to work effectively and collaboratively with a diverse and multi-cultural and multi-generational staff
• Demonstrated ability to problem solve
• Excellent organizational skills and detailed oriented
• Demonstrated ability to manage multiple projects and meet deadlines
• Ability to quickly and appropriately prioritize conflicting demands
• Ability to apply a high level of accuracy and attention to details to all tasks

Computer Skills

Proficient with databases, use of the Internet, and MS Office Suite software

Experience with Microsoft Project Management and/or proprietary project management

Language Skills

• Must be fluent in English
• Excellent verbal and written skills
• Be able to communicate information in a clear, and concise manner
• Outstanding customer services and phone skills

Physical Requirements

• Able to utilize multi-limb and eye-hand coordination
• Able to stand, bend, reach, stoop and lift boxes up to 25 lbs.
• Able to function well in a fast pace / multi-tasking with organization and efficiency
• Able to sit at desk, working on computer and phones for a full work day
• Able to work overtime as needed